Funny that in the Help Center WYSIWYG editor, we can embed images as above, yet with the recommended RTF Editor in the Agent Interface we can not. Losing that from Markup is very frustrating as it's always been a most useful tool.

I have "formatting options for agents" enabled (via Settings>Tickets) but when I send an email, it still appears in the requester's inbox as plain text (links not included and italics appear like _this_ rather than in actual italics). Any idea as to why this might be occurring and how it can be remedied? Thanks

How do I "remove all formatting" on text already entered? Also, is there any kind of "source view" available, where I can see the text marked up instead of WYSIWYG'ed, for when I need to sort out b0rken formatting? Thank you.

Hi Dean - There are size limitations in place based on plan-type. The following are the file size limits per file for each plan:

Essential: 1 MB

Team: 7 MB

Professional and Enterprise: 20 MB

With this in mind, if you are on the Essential plan you will not be able to attach the types of images you are describing. If you are on a different plan and continuing to encounter issues, please let us know!

I have noticed that when creating new articles within Help Center / Guide, the formatting looks correct and how I want to see it (as shown in the first image):However, when you publish the article the spacing increases as below image.

Any ideas please? We are using Chrome 59.0.3071.115, I've also tested in I.E 11. We have Rich Tex enabled for Support.

As a sanity check I went into my test instance and checked this formatting, and my results were very different:

Have you made any changes or customizations to the CSS in your Guide? My educated guess here is that there's some custom code in there that's making the spacing look wonky. So I'd definitely check there first. If you don't find the culprit there, let us know and we'll see what else we can figure out!

We've made no changes, to CSS. All the settings that we used were from the 'option choice' that you can choose when configuring the Guide as part of the move from the 'Help Center'. The settings have been since then but as I'm trying to standardise the fonts of the documents in the Guide, I'm only noticing it now.

I saw that article you linked and it didn't mention anything about being able to insert 'Images' that can be "clickable". So it's not just an image being inserted, but the image holds a url so when the image is clicked, it lead me to another page or article, or etc.

Sorry for the confusion. The article I linked shows you how to access the source code for your article. From there you would need to use HTML to create the clickable image. If you're not familiar with how to do this using HTML, I've always found W3schools.com to be a useful resource!